Real Time Analyst (RTA)

Moder Solutions Inc.

Muntinlupa

On-site

PHP 30,000 - 50,000

Full time

10 days ago

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Benefits offered by this job

Competitive Salary Package

HMO Coverage + 1 Free Dependent

Life Insurance

Career Growth Opportunities

Dynamic Work Environment

Night Differential

Job summary

Moder Solutions Inc., based in Alabang, is looking for a Real Time Analyst (RTA) to join their Workforce Management team. In this critical role, you will monitor and analyze contact center performance in real-time to ensure service levels and operational efficiency are met.

With responsibilities such as staffing adjustments, performance reporting, and risk mitigation, the ideal candidate should have a strong background in Workforce Management and excellent analytical skills.

Qualifications

At least 2-4 years of Workforce Management experience, preferably in a contact center or BPO environment.
Hands-on experience with Workforce Management platforms such as NICE, Verint, Aspect, Genesys, or similar systems.
Strong understanding of contact center operations and workforce planning principles.

Responsibilities

Monitor real-time contact center performance, including service levels and staffing utilization.
Execute intraday workforce management activities to maintain service delivery targets.
Analyze workforce and operational trends to generate insights.

Skills

Workforce Management experience

Analytical skills

Problem-solving

Strong communication skills

Microsoft Excel

Education

Bachelor's Degree or equivalent

Tools

Workforce Management platforms

Telephony technologies

Job description

About the role

Moder Solutions is seeking a highly analytical and detail-oriented Real Time Analyst (RTA) to join our Workforce Management team in Alabang. In this role, you will monitor contact center performance in real time, ensuring service levels, staffing alignment, and operational objectives are consistently achieved. You will work closely with Operations, Workforce Management, vendor partners, and client stakeholders to identify performance trends, mitigate risks, and support data-driven decisions that enhance customer experience and business outcomes.

Key responsibilities

Monitor real-time contact center performance, including service levels, staffing utilization, schedule adherence, queue management, and agent non-adherence events.
Execute intraday workforce management activities to address workload fluctuations and maintain service delivery targets.
Identify performance risks, staffing gaps, and service-level challenges, and provide timely recommendations to stakeholders.
Coordinate real-time staffing adjustments and resource allocation to optimize operational performance.
Analyze workforce and operational trends to generate meaningful insights and support business decisions.
Prepare and communicate intraday reports, performance updates, and recommendations to leadership teams.
Support business continuity during volume spikes, system outages, and operational disruptions.
Partner with Operations, Workforce Management, and vendor teams to ensure alignment with business objectives.
Maintain compliance with workforce management processes, governance standards, and best practices.

About you

Bachelor's Degree or equivalent combination of education and relevant experience.
At least 2-4 years of Workforce Management experience, preferably in a contact center or BPO environment.
Hands-on experience with Workforce Management platforms such as NICE, Verint, Aspect, Genesys, or similar systems.
Familiarity with telephony and contact center technologies such as Avaya, Cisco, Amazon Connect, Five9, or equivalent platforms.
Strong understanding of contact center operations, service-level management, and workforce planning principles.
Proficient in Microsoft Office applications, particularly Excel, and workforce reporting tools.
Strong analytical, problem-solving, and decision-making skills.
Excellent verbal and written communication skills.
Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Customer-focused mindset with a commitment to service excellence.

Benefits